Trofholz Technologies, Inc. is an innovative systems integrator and service provider with a solid performance reputation in Information Technology Solutions, Accelerated Learning Environments, Language and Intelligence Services, Electronic Security Systems, and Mission Support.
This is a great opportunity for the right candidate who wants to advance their career with a proven industry leader. Trofholz is searching for experienced Service Desk Manager.
The Service Desk Manager shall be responsible for the delivery and coordination of all deliverables required of the Service Desk. The candidate will be able to analyze problems and create solutions involving finance, scheduling, technology, methodology, tools and solution components. The role oversees the Service Desk staff and ensures that end users are receiving the appropriate assistance. They are also responsible for ensuring staff is meeting and exceeding performance expectations, defined metrics/benchmarks, and that standard and processes are followed to provide effective customer service and deliverables. This includes the responsibility of managing all procedures related to identification, prioritization and resolution of incidents, including the monitoring, tracking and coordination of Service Desk functions. An active clearance or the ability to obtain a US Government issued clearance is required.
Roles and Responsibilities:
Monitor all service requests and incident records and ensure that all service requests are addressed in accordance with procedures and work instructions
Maintain and update a knowledge base of applications, systems, or program interrelationships with each other to assist with resolution of incidents
Monitor and report on the Critical Success Factors/Key Performance Indicators
Produce recurring reports and respond to stakeholders' requests for available system-generated reports
Plan and analyze the organization's service desk according to best practices, while ensuring high levels of customer service quality and availability
Develop, implement, and oversee policies and procedures to ensure consistent service levels and quick resolutions
Manage and coordinate urgent and complicated support issues
Act as escalation point for all requests and incidents
Manage, train and mentor service desk specialists
Advise management on situations that may require additional client support or escalation
Forecasting hardware and software needs for budgeting and inventory purposes and purchase equipment and software as needed.
Champion for pushing IT standards, procedures, policies, and best practices to the service desk team
3+ years of hands-on IT management of desktop and server support, and systems administration
5+ years of directly related experience supporting help desk operations, including supervisory and project management experience
5+ years of hands-on experience with desktop deployment and support.
Excellent Client management experience
Strong People management skills
Strong knowledge on operations/service delivery and ability to manage critical situations with minimum supervision
Familiarity of ITIL, ISO 20000 and six sigma implementation on IT Service Desk projects
Considerable knowledge of computer system diagnostic aids and tools and the ability to isolate and resolve hardware and software problems. Working knowledge of problem analysis, troubleshooting, and repair skills.
Knowledge of Active Directory, Group policy, Windows server.
Use of imaging or automation tools like Ghost, KACE, etc.
The ability to set expectations to management and to employees about service delivery.
Experience of running small training sessions.
Experienced in installing operating systems and upgrade desktop computers, memory, hard disks, processors.
The ability to work under pressure while juggling many priorities.
Excellent oral and written communication skills
Bachelor's Degree in a related technical discipline, or the equivalent combination of education, technical certifications or training, or work experience
CompTIA Network + CE, or Security+ CE, Certification
Microsoft Operating System Certification
HDI Support Center Analyst
HDI Customer Service Representative
ITIL Foundations Certification in IT Service Management
Previous experience with Blackberry support
- 2 years ago - save job
Trofholz Technologies, Inc. is an innovative systems integrator and service provider with a solid performance reputation in five core areas:...